The URL can be used to link to this page

Home My WebLink AboutAugusta Housin and Neighborhood Development Department Augusta Richmond GA DOCUMENT NAME' Owe:> \l S -tv-. ..\-\-00":>\ n tll"~ ()e..; ~ \0 <X N;oJ ~09~V'~ ~Y^'~ DOCUMENT TYPE: YEAR: ;)..cO \ BOX NUMBER: I ~ FILE NUMBER' I S4Lf q NUMBER OF PAGES: b AUGUSTA HOUSING AND NEIGHBORHOOD DEVELOPMENT DEPARTMENT REVISED DRAFT COMPLAINT AND GRIEVANCE PRO( ED~~OV~fi) JUN 5 2001 A. General Complaint Procedures (AUGUSTA-RICHMOliQ. ~~lINTY COMMI~~!.o..Nl Pursuant to requirements established by the Augusta-Richmond County Commission, the following procedures establish guidelines for filing complaints or grievances with the Augusta Housing and Neighborhood Development Department ("Department"). The purpose of these procedures is to provide a formal process for receipt and resolution of all complaints or grievance filed with the Department. The complaint/grievance procedures will apply to all programs and projects for which funding or other assistance is provided by the Department. B. Tvpe of Complaints and Scope of Reviews 1. Complaints and inquiries from Community Housing and Development Organizations (CHDOs) and other sub-recipient organizations that are funded through and under contract with the Department. In connection with work being performed under contract with the Department, CHDOs and other sub-recipient organizations should exhaust all remedies under the terms of the contract with the Department prior to exercising any rights under these complaint/grievance procedures. 2. Complaints and inquiries from homeowners and other individuals for which HND funding has been provided to support construction or other activities sponsored by the Department. In connection with work being performed under contract with the Department, homeowners should exhaust all remedies under the terms of the contract with the Department prior to exercising any rights under these complaint/grievance procedures. C. Complaint Filing Requirements I. Sub-recipient organizations, homeowners and other interested parties shall be provided information regarding this complaint process upon the execution of a contract with the Department. The procedures will be posted at HND Offices and made available to all sub-recipients and other affected parties upon adoption by the Commission. 2. Any complaints or grievance must be filed as soon as possible but not later than one year after the alleged occurrence. 3. Complaints involving a rehabilitation project (homeowner occupied or rental) or related construction contracts must be made within the warranty period established at the time of the execution of a contract with the Department. 4. After receipt of the complaint or grievance by the Department an initial review will be performed by the Department. A final resolution or decision on the complaint or grievance shall be made within 30 working days offiling. 5. Complaints must be in writing and signed by the complainant and shall include the following required information: · Full name, telephone number and address of the person(s) or organization(s) making the complaint and the respondent(s) against whom the complaint is being made; · A clear and concise statement of the complaint including facts and dates pertaining to the complaint and the specific action(s) being requested. 6. All complaints or grievances must be submitted (in writing) to the following address: Augusta Housing and Neighborhood Development Department One, 10th Street, Suite 430 Augusta, Georgia 3090 I AT1N: Keven J. Mack, Director D. Complaint Filin!! and Hearin!! Procedures 1. All complaints and/or grievances presented by a homeowner, CHOO or other sub- recipient shall be submitted (in writing) to the Housing and Neighborhood Development Department. All complaints or grievances will be initially received, reviewed and screened by the Department. Based on this initial review and screening of the complaint or grievance, the following actions shall be taken. 2. After a complaint has been filed with the Department, the complainant will be notified via mail in writing of the receipt and status ofthe complaint and the next step(s) in the process. 3. An initial fact-finding review by Department staff pertaining to a grievance or complaint shall be conducted within 15 working days after a complaint or grievance has been filed. Department staff shall prepare a written report of its findings and recommended action(s). 4. The HND Director and Chairman of the Citizens Advisory Committee shall be advised upon the initial filing of a complaint and/or grievance shall be informed on the status of the complaint at each stage of the complaint review process. 5. The organization or individual that files a complaint will be invited to meet with the Department to provide an opportunity to review the details and basis for the complaint or grievance. At this meeting, the facts pertaining to the complaint or grievance and the steps of the complaint review process will be reviewed. At this time, potential remedies available to the complainant will be reviewed and resolution of the complaint or grievance will be attempted. 6. In the event a resolution cannot be reached with the complainant at the initial meeting with HND staff, the complaint will be forwarded to the Complaint Review Sub- committee of the Citizens Advisory Committee for further review and consideration. The complainant will be notified via mail of a scheduled hearing with the sub-committee. 7. Within 10 calendar days following the review of the complaint with the Complaint Review Sub-Committee, the complainant will be provided with a written response to the complaint or grievance with a recommended decision for remedial action or non-action. 2 8. The complainant(s) may withdraw the complaint by filing a written statement requesting withdrawal of the complaint or grievance. The withdrawal request may be filed in person or by registered mail addressed to the Department. 9. If a resolution is reached between the complainant and the Department, both parties shall sign a formal agreement as record of the satisfactory and final resolution of the complaint. E. Appeals If a complaint or grievance cannot be satisfactorily resolved through the Citizens Advisory Committee or ifno decision is rendered, the complainant(s) may file a formal appeal to the Administrative Services Committee of the Augusta-Richmond County Commission within 10 calendar days after receipt of the Committee's final action. F: Au!!usta Commission These Complaint Review and Grievance Procedures are designed to discourage the tiling of complaints or grievances by homeowners, HND sub-recipient or other concerned parties with the Augusta Commission or its Commissioners - prior to seeking resolution through these procedures. However, in the event that a homeowner, sub-recipient or other concerned party elects to contact the Augusta Commission directly, the Commission will immediately forward said complaint or grievance to the Department for formal consideration pursuant to the above procedures. Upon notification of said complaint or grievance to the Department by the Commission, the procedures as outlined above will be followed. 3 .i, . 7b: alL- () F ~ sl ;2.;1-/61 Housing and Neighborhood Development Keven ). Mack, Director One, 10th Street - Suite 430 . Augusta, Georgia 30901 /(706) 821-1797 - FAX (706) 821-1784 AGENDA ITEM: ,I , EDITION: / t~PPROVED . DATE: TO: THROUGH: FROM: SUBJECT: May 16, 2001 .jIJN 5 2001 ,J~~~!~;B!.~~~Q@,r~~~'[f ~OMMISSION) , The Honorable Bob Young, Mayor Members of the Commission Henry Brigham, Chairman, Administrative Services Committee George R. Kolb, Administrator Keven J. Mack, Director Complaint and Grievance Procedures Housing and Neighborhood Development Department: CAPTION: BACKGROUND: ANALYSIS: . -~~I.~j~ ;(i, '~...,:- " rY~}ji. ".~...., ;,'..., ';j '~:;:'~J,fi! ~;f~~. / HAY 2 1 2001 " '... ~~~,~"i;;Y .' . -~~:_- Approve the Complaint and Grievance Procedures that will' provide a formal process for the receipt and resolution of all complaints and/or grievances directed to the Housing and Neighborhood Development Department, its staff and programs. These procedures will apply to all programs and projects for which HND funding and/or other assistance is provided. Due to the nature of it's funding programs, the Department is routinely challenged by complaints and grievances presented by homeowners, grantees, sub-recipient and other concerned parties. In recent months these complaints and grievances have accelerated and in many instances are unwarranted. This has necessitated the need for some form of remedial action to relieve the Department of unnecessary complaints presented by citizens and sub-recipients; thereby, causing staff to spend an inordinate amount of time responding to such complaints. The proposed complaint and grievance procedures can only serve to assist the Department in sorting out complaints and grievances in a rational and formal manner - while providing homeowners, sub-recipients and other parties with a fair and equitable process for presenting and seeking resolution of legitimate complaints and concerns. t ~. ., . 2- FINANCIAL IMPACT: The requirement to respond to complaints on a continual basis without a formal procedure has caused considerable expenditure of staff time and resources. The impact has caused considerable absorption of manhours and loss of production time. ALTERNATIVES: Do not approve and encourage unwarranted complaints and grievances that cause continual disruption to the Department and its daily operations. The result will be considerable interference with the Department's ability to focus on its primary mission and objectives and priority community development tasks. RECOMl\1ENDA TION: APPROVE REQUESTED AGENDA DATE: FUNDS AVAILABLE IN THJI!: THE FOLLOWING ACCOUNTS: DEPARTMENT DIRECTOR: ADMINISTRATOR: FINANCE: